Overview
GreenState Credit Union grew from about 200 to nearly 900 employees in a short time. Every new hire, promotion or departure needed work from HR, IT and security. That work ran on checklists and email approvals. More people meant more of it.
How employee changes used to work
HR filed tickets in Remedy, GreenState’s IT service management system, often with very little detail. Someone in IT then read each ticket and made the account changes by hand, application by application. Security kept its own records of who had access to what.
Nobody had a full picture. A manager asking whether a new hire was ready had to check with each team separately.
The gaps showed up in four places:
- Separate processes. HR, IT and security each worked from their own lists and systems, with no automatic sync between them.
- Repeated updates. Each application had to be updated on its own, so employee data drifted out of step between systems.
- Uneven access. Role-based access rules were applied inconsistently, and there was no central history of who had been given access and when.
- Missed steps. Checklists and email approvals varied from person to person. That risk applied to departures as much as to hires.
What GreenState built
GreenState kept its directory, mail and HR systems in place. It built the forms HR uses and the workflow behind them in Kinetic, and connected that workflow to those systems.
- One form for each kind of change. HR starts each hire, role change or departure from a Kinetic form. The form checks the data before it is submitted, so IT no longer receives a thin ticket and has to chase the missing details.
- Active Directory and Exchange update automatically. A submitted request creates or changes the employee’s account and mailbox directly, with no one in IT retyping it from a Remedy ticket.
- Access set by role. Templates assign access by department and job function. A role change runs through the same templates, so the person’s access follows their new job.
- Access removed on the way out. Offboarding deactivates the departing employee’s accounts through the same workflow that created them.
- Status HR can see. HR follows each request as it moves, without calling or emailing IT.
- Rules HR and IT can change. When a role’s access needs change, HR and IT update the template themselves. No developer is involved.
Every transition is tracked in one place, which gives GreenState a record of access changes for its own reviews. The employee onboarding and employee offboarding use cases show how these workflows are put together, and the integration layer covers how Kinetic reads from and writes to systems like Active Directory.
From an IT portal to employee services
GreenState first went looking for a front end for its IT self-service portal. Once the team saw that the same forms and workflows could reach HR and security systems too, the scope widened.
“When we first started looking at Kinetic, we were searching for a front-end solution for our IT self-service portal… but as we learned more, we realized it could be so much more—it wasn’t just about IT requests; it could become the backbone of how we automate and manage employee services across the entire organization.”
Chris Troyer, IT Business Partner, GreenState Credit Union
Results
- 85% less manual intervention in employee transitions, by GreenState’s own measure.
- Ready on day one. New employees can use the systems and tools their role needs from their first morning.
- Automated role provisioning. Access lines up with each role, and IT no longer handles routine access requests.
- Fewer one-off IT tickets. HR runs its own transitions and checks their status without opening a ticket.
Why GreenState built on its existing systems
GreenState had already invested in its directory and HR systems, and its IT team knew how to run them. Replacing any of them during a hiring surge would have added a migration to an already busy year. With Kinetic, HR works in one set of forms while the accounts and records stay in the systems that hold them today.
Before and after
| Before | After | |
|---|---|---|
| How HR asks | Remedy tickets with little detail | A Kinetic form that checks the data first |
| Account changes | Made by hand in IT | Active Directory and Exchange updated automatically |
| Access | Applied inconsistently | Set by role templates |
| Departures | Checklist-driven deactivation | Deactivated through the offboarding workflow |
| Status | Ask each team | HR sees every request’s progress |
| Manual intervention | Needed for every transition | 85% lower |
What you can build next
The role templates and the Active Directory connection GreenState built for employees carry over to the next process.
- Client onboarding for banks and credit unions: account opening and member servicing portals built on the CRM and core banking systems a financial institution already runs.
- Work management across departments: approvals and handoffs between HR, IT and finance, tracked in one workflow.
“Before we had Kinetic, we used Remedy as our ITSM... Kinetic takes it to a level where these tickets come in and they're automatically updated in our Active Directory and Exchange. So right off there, we're starting with better accuracy than a human person can do.”